Video represents a critical opportunity for operators. But, poor video QoE is the leading driver of network-related churn. Assuring excellent OTT video delivery requires a new way of seeing both customer QoE and network QoS.
Unlike data or voice services, where quality issues are often tolerated, video delivery issues have an immediate and emotional impact. Not having continuous QoE visibility puts operators at risk of greater customer churn.
Maintaining a customer base that’s willing to sign up for premium services is essential for service providers to be able to build quality networks to meet the explosive demand for OTT video content.
The ability to understand QoE issues in real time puts operators back in control.
Identifying the location of an issue with OTT video is a huge challenge. Is it in your network, or outside? Customers don’t care; they usually blame the service provider, regardless.
If you can’t measure it, you can’t improve it—and with video traffic forecasted to make up 90% of 5G network traffic, the risk to customer satisfaction is high.
Being able to quickly localize OTT video quality issues lets operators know where the problem lies—even if it’s not theirs.
Knowing there’s a problem and its location is one thing. Knowing what the problem is, is another—, especially in a cloud native, highly dynamic network like 5G.
Not having this information in real-time means longer identification and diagnosis time and the risk of missing intermittent issues, all together. Today, 33% of issues remain unresolved.
Being able to identify the precise location and root cause of an issue can be the difference between frustrating customers or exceeding their expectations. Whether these issues are in your network or elsewhere, the risk to your brand reputation is very real.
Almost a quarter of OTT video issues are home network or device related—a traditional blind spot for operations and customer care teams.
This can be a big time and money drain for operations since it takes exhaustive testing to prove this and convince the customer.
The ability to test right to the mobile device or set-top box gives operators the visibility needed to quickly address any issues that arise—regardless of where they are. Solving customer problems drives up loyalty and Net Promoter Score (NPS).
Over-the-top services are the dominant source of traffic in today’s networks. Increasingly, they are a primary source of consumer entertainment and an essential business tool. Service providers must evolve quickly to adapt to this new reality. Managing customers’ QoS and QoE will be critical to long-term revenue, profit and market share.
Network experience accounts for 53% of Net Promoter Score. The majority of customers now choose their provider based on their video content and quality.
OTT video services present a unique challenge to service providers. While they are the ‘middleman’ in someone else’s service, they are often held accountable for the quality. Take control of OTT delivery with end-to-end and segmented path QoE and QoS visibility to power your operations team and delight your customers.
New services and customer expectations demand a new way of monitoring. OTT video is the new ‘voice service’.
OTT services are highly encrypted and terminate outside the operator’s network, making faults in them challenging to identify and monitor—often involving multiple teams using multiple tools. Having a single source of both QoE and QoS monitoring overcomes this challenge. Combining this level of visibility with other inputs can offer a complete view of existing and future issues.
Operations-focused OTT video monitoring solution that correlates perceptive video quality metrics (QoE) with underlying network quality metrics (QoS) to automatically detect and diagnose the root cause of poor OTT video transport.
Integrated visibility delivers a ‘single pane of glass’ view, allowing operators to get control of this service highly dynamic service.
Flexible solution that can segment QoS/QoE testing, and fault correlation, on the end-to-end service delivery path to pinpoint the exact location of any OTT video transport issues.
Instantly get visibility to customer impacting issues, pinpoint localization and root cause of the fault, or verification that the fault lies outside your network.
Cloud-native solution that allows service providers to monitor OTT video from core and cache to edge and customer device.
Allows NOC/SOC personnel to identify and better understand performance degradation issues right up to the subscriber device, while being able to segment the network to precisely pinpoint fault cause and location.
All testing and monitoring algorithms and procedures are based on trusted industry standards. IEEE perceptive quality algorithm combined with telecom-grade QoS measurements ensure accurate and consistent results.
Customer privacy is assured with a unique, active monitoring approach that does not analyze customer traffic like existing passive and DPI-based techniques.